https://community.bt.com/t5/Home-phone-including-Digital/Poor-customer-service-for-the-elderly/m-p/2422190#M101920 <P>My mum's phone stopped working on Sunday. I reported it to the automated service and they reported that it was a fault that didn't require an engineer's visit and it would be repaired within 2 days. Then yesterday, there is another message saying that an engineer is required. All this done by an AI bot.<BR />My mum (who is 84) received an email yesterday saying she needed to book an engineer visit. Her carer has been helping her to try and do this. Eventually they speak to an operator who was sarcastic to her carer and completely uninterested that she is a vulnerable customer. An engineer visit has been booked for Thursday.<BR />I am horrified by this lack of good customer service and the fact that she will have been 4 days without her telephone. She struggles to use a mobile.<BR />Does anyone know how to get better service, or is it time to change provider? She's been with BT for over 60 years.</P> Tue, 21 Jan 2025 10:02:40 GMT SarahPatton1 2025-01-21T10:02:40Z https://community.bt.com/t5/Home-phone-including-Digital/Poor-customer-service-for-the-elderly/m-p/2422190#M101920 <P>My mum's phone stopped working on Sunday. I reported it to the automated service and they reported that it was a fault that didn't require an engineer's visit and it would be repaired within 2 days. Then yesterday, there is another message saying that an engineer is required. All this done by an AI bot.<BR />My mum (who is 84) received an email yesterday saying she needed to book an engineer visit. Her carer has been helping her to try and do this. Eventually they speak to an operator who was sarcastic to her carer and completely uninterested that she is a vulnerable customer. An engineer visit has been booked for Thursday.<BR />I am horrified by this lack of good customer service and the fact that she will have been 4 days without her telephone. She struggles to use a mobile.<BR />Does anyone know how to get better service, or is it time to change provider? She's been with BT for over 60 years.</P> Tue, 21 Jan 2025 10:02:40 GMT https://community.bt.com/t5/Home-phone-including-Digital/Poor-customer-service-for-the-elderly/m-p/2422190#M101920 SarahPatton1 2025-01-21T10:02:40Z https://community.bt.com/t5/Home-phone-including-Digital/Poor-customer-service-for-the-elderly/m-p/2422192#M101921 <P>this may help and get your mother registered</P> <P><A href="https://www.bt.com/help/here-for-you" target="_blank">https://www.bt.com/help/here-for-you</A></P> Tue, 21 Jan 2025 10:09:45 GMT https://community.bt.com/t5/Home-phone-including-Digital/Poor-customer-service-for-the-elderly/m-p/2422192#M101921 imjolly 2025-01-21T10:09:45Z https://community.bt.com/t5/Home-phone-including-Digital/Poor-customer-service-for-the-elderly/m-p/2422196#M101922 <P>Hi <SPAN style="background: var(--ck-color-mention-background); color: var(--ck-color-mention-text);"><a href="https://community.bt.com/t5/user/viewprofilepage/user-id/343043">@SarahPatton1</a></SPAN>&nbsp;</P> <P>Welcome to the community.</P> <P>I'm really sorry to hear of your Mum's experience with her landline. It's definitely worth registering on the link that <a href="https://community.bt.com/t5/user/viewprofilepage/user-id/33">@imjolly</a> posted so that the account is fully updated.</P> <P>I hope it's all fixed soon. Please keep us posted on what happens.</P> <P>Chris</P> Tue, 21 Jan 2025 10:47:21 GMT https://community.bt.com/t5/Home-phone-including-Digital/Poor-customer-service-for-the-elderly/m-p/2422196#M101922 Christopher_G 2025-01-21T10:47:21Z